freshdesk Agents API
Manage support agents and their properties.
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OpenAPI Specification
openapi: 3.2.0
info:
title: Freshdesk REST Agents API
description: The Freshdesk REST API (v2) provides programmatic access to helpdesk data and operations within Freshdesk, a customer support platform by Freshworks.
version: '2.0'
contact:
name: Freshdesk Support
url: https://support.freshdesk.com/
termsOfService: https://www.freshworks.com/terms/
servers:
- url: https://{domain}.freshdesk.com/api/v2
description: Freshdesk Production Server
variables:
domain:
default: yourdomain
description: Your Freshdesk subdomain, e.g. if your helpdesk URL is acme.freshdesk.com, use acme.
security:
- basicAuth: []
tags:
- name: Agents
description: Manage support agents and their properties.
paths:
/agents:
get:
operationId: listAgents
summary: List all agents
description: Retrieves a paginated list of agents. Agents can be filtered by email, phone, mobile, or state.
tags:
- Agents
parameters:
- $ref: '#/components/parameters/page'
- $ref: '#/components/parameters/perPage'
- name: email
in: query
description: Filter agents by email address.
schema:
type: string
format: email
- name: phone
in: query
description: Filter agents by phone number.
schema:
type: string
- name: mobile
in: query
description: Filter agents by mobile number.
schema:
type: string
- name: state
in: query
description: Filter agents by state.
schema:
type: string
enum:
- fulltime
- occasional
responses:
'200':
description: Successfully retrieved list of agents.
content:
application/json:
schema:
type: array
items:
$ref: '#/components/schemas/Agent'
'401':
$ref: '#/components/responses/Unauthorized'
/agents/{agent_id}:
get:
operationId: getAgent
summary: View an agent
description: Retrieves the details of a specific agent by ID.
tags:
- Agents
parameters:
- $ref: '#/components/parameters/agentId'
responses:
'200':
description: Successfully retrieved agent details.
content:
application/json:
schema:
$ref: '#/components/schemas/Agent'
'401':
$ref: '#/components/responses/Unauthorized'
'404':
$ref: '#/components/responses/NotFound'
put:
operationId: updateAgent
summary: Update an agent
description: Updates the properties of an existing agent.
tags:
- Agents
parameters:
- $ref: '#/components/parameters/agentId'
requestBody:
required: true
content:
application/json:
schema:
$ref: '#/components/schemas/AgentUpdate'
responses:
'200':
description: Agent updated successfully.
content:
application/json:
schema:
$ref: '#/components/schemas/Agent'
'400':
$ref: '#/components/responses/BadRequest'
'401':
$ref: '#/components/responses/Unauthorized'
'404':
$ref: '#/components/responses/NotFound'
delete:
operationId: deleteAgent
summary: Delete an agent
description: Deletes an agent from the helpdesk. The agent's tickets will need to be reassigned.
tags:
- Agents
parameters:
- $ref: '#/components/parameters/agentId'
responses:
'204':
description: Agent deleted successfully.
'401':
$ref: '#/components/responses/Unauthorized'
'404':
$ref: '#/components/responses/NotFound'
components:
parameters:
page:
name: page
in: query
description: Page number for paginated results.
schema:
type: integer
minimum: 1
default: 1
perPage:
name: per_page
in: query
description: Number of results per page (max 100).
schema:
type: integer
minimum: 1
maximum: 100
default: 30
agentId:
name: agent_id
in: path
required: true
description: Unique identifier of the agent.
schema:
type: integer
format: int64
responses:
Unauthorized:
description: Authentication failed or credentials were not provided.
content:
application/json:
schema:
$ref: '#/components/schemas/Error'
NotFound:
description: The requested resource was not found.
content:
application/json:
schema:
$ref: '#/components/schemas/Error'
BadRequest:
description: The request is invalid or malformed.
content:
application/json:
schema:
$ref: '#/components/schemas/Error'
schemas:
Error:
type: object
properties:
description:
type: string
description: Human-readable error description.
errors:
type: array
items:
type: object
properties:
field:
type: string
description: Field that caused the error.
message:
type: string
description: Error message for the field.
code:
type: string
description: Error code.
AgentUpdate:
type: object
properties:
occasional:
type: boolean
description: Whether the agent is occasional.
signature:
type: string
description: Agent signature in HTML.
ticket_scope:
type: integer
description: Ticket scope.
group_ids:
type: array
items:
type: integer
format: int64
description: Groups to assign.
role_ids:
type: array
items:
type: integer
format: int64
description: Roles to assign.
Agent:
type: object
properties:
id:
type: integer
format: int64
description: Unique identifier of the agent.
available:
type: boolean
description: Whether the agent is currently available.
occasional:
type: boolean
description: Whether the agent is an occasional agent.
signature:
type: string
nullable: true
description: Signature of the agent in HTML format.
ticket_scope:
type: integer
description: Ticket scope of the agent. 1=Global, 2=Group, 3=Restricted.
enum:
- 1
- 2
- 3
group_ids:
type: array
items:
type: integer
format: int64
description: IDs of the groups the agent belongs to.
role_ids:
type: array
items:
type: integer
format: int64
description: IDs of the roles assigned to the agent.
contact:
$ref: '#/components/schemas/Contact'
type:
type: string
description: Type of the agent (e.g., support_agent).
created_at:
type: string
format: date-time
description: Timestamp when the agent was created.
updated_at:
type: string
format: date-time
description: Timestamp when the agent was last updated.
Contact:
type: object
properties:
id:
type: integer
format: int64
description: Unique identifier of the contact.
name:
type: string
description: Full name of the contact.
email:
type: string
format: email
description: Primary email address of the contact.
phone:
type: string
nullable: true
description: Phone number of the contact.
mobile:
type: string
nullable: true
description: Mobile phone number of the contact.
twitter_id:
type: string
nullable: true
description: Twitter handle of the contact.
address:
type: string
nullable: true
description: Physical address of the contact.
description:
type: string
nullable: true
description: Description or notes about the contact.
job_title:
type: string
nullable: true
description: Job title of the contact.
language:
type: string
nullable: true
description: Language preference of the contact.
time_zone:
type: string
nullable: true
description: Time zone of the contact.
company_id:
type: integer
format: int64
nullable: true
description: ID of the company the contact belongs to.
active:
type: boolean
description: Whether the contact is active.
tags:
type: array
items:
type: string
description: Tags associated with the contact.
other_emails:
type: array
items:
type: string
format: email
description: Additional email addresses for the contact.
custom_fields:
type: object
additionalProperties: true
description: Custom fields set on the contact.
created_at:
type: string
format: date-time
description: Timestamp when the contact was created.
updated_at:
type: string
format: date-time
description: Timestamp when the contact was last updated.
securitySchemes:
basicAuth:
type: http
scheme: basic
description: Freshdesk uses API key-based authentication. Pass your API key as the username with any string (e.g. X) as the password using HTTP Basic Authentication.
externalDocs:
description: Freshdesk API Documentation
url: https://developers.freshdesk.com/api/